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Eternal Care UK Limited Requires improvement

This service was previously registered at a different address - see old profile

Inspection Summary

Overall summary & rating

Requires improvement

Updated 26 November 2019

About the service:

Eternal Care UK Limited is a domiciliary care agency. It provides personal care to people living in their own houses and flats. Not everyone who used the service received personal care. CQC only inspects where people receive personal care. This is to help with tasks related to personal hygiene and eating. Where they do we also consider any wider social care provided. At the time of the inspection 76 people were receiving the service, of which there were 48 people receiving personal care.

People’s experience of using this service:

There were no detailed risk assessments for some people with a health condition. The provider had not always identified some of the issues we found at this inspection or acted upon them in a timely manner in relation to people with catheter care and diabetes.

We made one recommendation in relation to the accessible information for people.

People and their relatives gave us positive feedback about their safety and told us that staff treated them well. Senior staff completed risk assessments for people with guidance for staff on how to reduce risks. The medicines were managed safely. People received calls as required. The provider carried out comprehensive background checks of staff before they started work. The provider had a system to manage accidents and incidents.

Staff received support through training, supervision and appraisal to ensure they could meet people’s needs. Staff told us they felt supported and could approach the manager at any time for support. The provider worked within the principles of Mental Capacity Act (MCA). Staff asked for people’s consent, where they had the capacity to consent to their care. People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

The assessment of people’s needs had been completed to ensure these could be met by staff. The provider worked with other external professionals to ensure people were supported to maintain good health. People were involved in making decisions about their care and support. People were treated with dignity, and their privacy was respected, and supported to be as independent in their care as possible.

People’s care plans reflected their current needs. Staff showed an understanding of equality and diversity.. Staff respected people’s choices and preferences. People told us they knew how to make a complaint and would do so if necessary. The manager was aware of what to do if someone required end-of life care.

Notwithstanding the above, we found there were arrangements in place to assess and monitor the quality of care being provided. There was a management structure at the service. Staff were aware of the roles of the management team. They told us the manager was approachable. People and their relatives commented positively about staff and the manager. The provider had worked effectively in partnership with a range of professionals and acted on their advice.

Rating at last inspection and update

The last rating for this service was inadequate (published 22 May 2019) and there were multiple breaches of regulation. The provider completed an action plan after the inspection to show what they would do and by when to improve. At this inspection the provider demonstrated most of the improvements have been made.

This service has been in Special Measures since October 2018. During this inspection the provider demonstrated that improvements have been made. The service is no longer rated as inadequate overall or in any of the key questions. Therefore, this service is no longer in Special Measures.

Why we inspected

This was a planned inspection based on the previous rating.


We have identified breaches in relation to risk assessment and their management including effective quality assurance system and process at this inspection.

Inspection areas


Requires improvement

Updated 26 November 2019

The service was not always safe.

Details are in our responsive findings below.


Requires improvement

Updated 26 November 2019

The service was not always effective.

Details are in our effective findings below.



Updated 26 November 2019

The service was caring.

Details are in our caring findings below.


Requires improvement

Updated 26 November 2019

The service was not always responsive.

Details are in our responsive findings below.


Requires improvement

Updated 26 November 2019

The service was not always well-led.

Details are in our well-Led findings below.